Tinjauan Literatur: Peran Kualitas Pelayanan dan Kualitas Produk/Jasa Dalam Meningkatkan Loyalitas Peserta BPJS Kesehatan di Fasilitas Kesehatan
DOI:
https://doi.org/10.37950/wpaj.v7i2.2540Abstract
Abstrak
Kualitas pelayanan dan kualitas produk/jasa merupakan dua komponen fundamental yang memengaruhi tingkat kepuasan dan loyalitas pelanggan dalam berbagai sektor layanan publik, termasuk program Jaminan Kesehatan Nasional (JKN) yang diselenggarakan oleh BPJS Kesehatan. Di tingkat fasilitas kesehatan, khususnya klinik kesehatan, peningkatan kualitas pelayanan dan mutu layanan medis menjadi faktor krusial dalam memastikan pengalaman positif peserta. Artikel ini bertujuan untuk meninjau secara komprehensif literatur terbaru (2019–2024) mengenai peran kualitas pelayanan dan kualitas produk/jasa dalam meningkatkan loyalitas peserta BPJS Kesehatan dengan kepuasan peserta sebagai variabel mediasi. Metode yang digunakan adalah systematic literature review dengan pendekatan PRISMA, melibatkan 30–50 artikel ilmiah yang disaring berdasarkan kriteria inklusi–eksklusi yang relevan. Hasil tinjauan menunjukkan bahwa kualitas pelayanan yang mencakup keandalan, keamanan, kecepatan, jaminan, empati, serta kualitas produk/jasa kesehatan seperti ketersediaan fasilitas, kompetensi tenaga medis, dan ketepatan prosedur layanan, memiliki pengaruh kuat terhadap kepuasan dan loyalitas peserta. Kepuasan terbukti bertindak sebagai mediator signifikan yang menghubungkan kualitas layanan dengan loyalitas. Temuan ini memiliki implikasi praktis penting bagi klinik kesehatan dalam meningkatkan kualitas layanan berbasis evidence. Di akhir artikel, disusun rekomendasi strategis untuk meningkatkan loyalitas peserta BPJS Kesehatan melalui penguatan kualitas layanan secara menyeluruh.
Kata Kunci: kualitas pelayanan, kualitas produk/jasa, kepuasan peserta, loyalitas, BPJS Kesehatan, klinik kesehatan.
Abstract
Service quality and product/service quality are two fundamental components that influence customer satisfaction and loyalty in various public service sectors, including the National Health Insurance (JKN) program administered by BPJS Kesehatan. At the healthcare facility level, particularly in health clinics, improving service quality and medical care are crucial factors in ensuring a positive participant experience. This article aims to comprehensively review the latest literature (2019–2024) on the role of service quality and product/service quality in increasing BPJS Kesehatan participant loyalty, with participant satisfaction as a mediating variable. The method used was a systematic literature review with the PRISMA approach, involving 30–50 scientific articles screened based on relevant inclusion–exclusion criteria. The review results indicate that service quality, including reliability, safety, speed, assurance, empathy, and the quality of health products/services such as the availability of facilities, the competence of medical personnel, and the accuracy of service procedures, have a strong influence on participant satisfaction and loyalty. Satisfaction was shown to act as a significant mediator linking service quality with loyalty. These findings have important practical implications for health clinics in improving the quality of evidence-based services. At the end of the article, strategic recommendations are formulated to increase the loyalty of BPJS Kesehatan participants by strengthening the overall quality of services.
Keywords: service quality, product/service quality, participant satisfaction, loyalty, BPJS Health, health clinic
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